Help Desk Lead
Help Desk Lead
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Job Description
Job ID: NC-777960 ()
Hybrid/Local Epic EHR Help Desk Lead (12) with ServiceNow Incident Handling experience
Location: Raleigh NC (NCDHHS-AM)
Duration: 12 Months
Position: 1 (2)
Skills:
Bachelors degree in Information Technology Health Informatics or related field or equivalent combination of education and experience. Required
Minimum of 3 years supporting Epic and healthcare applications Required 3 Years
Proficiency with ServiceNow Required 3 Years
Experience supervising or mentoring helpdesk teams in a healthcare setting Required 3 Years
Strong understanding of clinical workflows and healthcare operations. Highly desired
Job Description:
The EHR Helpdesk Shift Lead serves as the senior technical lead and subject matter expert for Epic-related support activities within the centralized IT Helpdesk. This role provides expert-level troubleshooting guides lower-tier analysts and ensures effective support coverage during their assigned shift.
The Shift Lead plays a critical role in ensuring incident resolution operational excellence and alignment of support activities with clinical and business objectives across 13 state-ope*d healthcare facilities.
Serve as the highest escalation point for complex Epic-related incidents service requests and troubleshooting.
Provide expert-level support for Epic applications including issue triage resolution and coordination with application analysts and vendors.
Lead support staff during assigned shifts offering guidance coaching and performance oversight.
Monitor and prioritize ServiceNow ticket queues to ensure service level agreements (SLAs) are met.
Coordinate with clinical informatics application teams and infrastructure services to address cross-functional issues.
Oversee help desk operations during shift including workload distribution shift reporting and escalation handling.
Assist in planning and supporting Epic go-lives system upgrades and Technical Dress Rehearsals (TDRs).
Develop and maintain technical documentation workflows and knowledge base content.
Train and mentor helpdesk team members ensuring adherence to support standards and customer service best practices.
Report critical incidents risks and patterns to leadership for further review and resolution.
innoSoul Inc. is an Information Technology company and offers technology solutions in various platforms to different business domains. More specifically business solutions for Application Development System integration network or software installation support Custom Web Development Hosting solutions. Our value-added solutions leverage technology to enhance business performance increase productivity and secure data.
Employment Type
Full-time
